1 Month to process claim unsuccessfully

After 4 days moving into my new apartment my car's bumper was hit off in an accident. At this time I have not yet updated my insurance details as I had only just returned into the country from working overseas. Luckily I had my FFW insurance so I was calm and relaxed knowing that I had paid my premiums regularly. After a month of not getting any solid feedback they come back with a negative response that they will not cover ANY of my car's damages. WITHOUT any update on where my car is and how it is going to be returned to me.<br> The following day after I received this email they still deducted a FULL and updated debit order from my account because they can!<br> <br> The very least you should expect from a service provider is to answer your questions timeously and if they decide that they want to penalize me, let me know how the process is going to take place. I am very disappointed for their lack of communication and effectiveness. Work-ethic such as this does not allow for customer loyalty. I will demand, at least, that they give back the debit order they took from my account today while my car has been with them for a month and I have been sitting in the dark.<br>